All Amazon sellers receive a rating for their quality of service to customers. The rating is calculated on the basis of feedback from customers who have purchased from you previously. If you have a trusted seller feedback rating, people will be more likely to buy from you. If you have a low rating, potential customers will be less keen to buy from you and will prefer to deal with one of the thousands of other Amazon sellers who have exhibited good customer service levels. A good customer service policy means maintaining a high customer service standards in all contact with your Amazon customers.
The first thing to do before you plan your customer service strategies for selling goods on Amazon is to read the rules. The regulations and policies that govern Amazon transactions are clearly set out on the Amazon website. There are a lot of them but it is worth spending time to get acquainted with any rules that will apply to your Amazon sales. Once you have a fair grasp of the rules, you can develop your own customer service policy.
Your customer service strategies for Amazon sales should start with product description: Amazon is not the place to use hype or exaggeration. A clear photo of the item for sale is a great aid. You must be completely honest and accurate when describing items for sale. If applicable, include the manufacturer’s name and model identification number. The provision of a full description is doubly important when you are selling used goods. If an item has a flaw, describe it fully. For instance: if you are selling an article that has sustained a minor scratch, don’t describe the damage in words such as “minute” or “insignificant”. State the exact position and dimensions of the mark. Your customers will not receive goods below their expectation and, if the merchandise exceeds what was expected, the customers will be satisfied and give you positive feedback. If you try to play down the extent of any defects when describing items for sale, people will not trust you enough to make a purchase; if the goods are sold, you are more likely to receive complaints, requests for refunds and negative feedback. Following this guidelines will definitely teach you how to sell on amazon FBA more effectively.
You must keep up your Amazon customer service strategies during the time people are bidding in the auction. Prospective buyers often want more information than you have provided in your description of articles on sale. If a potential customer contacts you to ask for further details of goods you are selling, make sure you reply without delay and give clear answers to any questions. An enquiry that seems immaterial to you might be the one factor that persuades a purchaser to buy from you rather than a competitor offering an almost identical article.
Good customer service levels must be kept up right through to the delivery stage. This means despatching the items as soon as possible (this should be the same day unless it is a weekend or public holiday). To ensure a high level of customer satisfaction, make sure you never ask for an inflated sum to cover postage and packaging. Your customers will know how much the postage and packaging materials cost you and they won’t mind being asked a fair price to cover those expenses. It is not unusual for the cost of postage to exceed the price of the goods and people don’t mind this because they still feel they are getting a bargain. One thing nobody likes is the feeling that someone is trying to rip him/her off and that is the impression you will convey if you ask an excessive amount for postage.
Customer service policy on Amazon should be no different from good customer service in any online transaction. The key is to maintain honesty, provide fast service and make it clear you have nothing to hide.